Company Description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
Team Summary
Client Services provides industry-leading support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
What a Client Success Analyst does at Visa:
The Client Success Analyst plays a key role in developing and delivering high impact engagements for Visa’s clients in the Asia Pacific (AP) region. This role serves as a trusted advisor for complex and strategic projects which serves our clients’ interest and long-term growth. This may include client onboarding services, program management, identify optimization campaigns and managed services.
This is an individual contributor responsible for identifying new opportunities that would materialise into high-touch advisory delivery while taking a broad perspective to identify innovative solutions. This role will be about obsessing over clients’ requirements, identifying new advisory opportunities, providing actionable insights, collaborating with various teams and proposing comprehensive solutions. This person will develop initiatives to promote sustainable and profitable growth, thereby ensuring that Visa is both the preferred brand and unique business partner. This position will report to the Head of CS CMS Service Experience and CS Advisory.
In this role, you are expected to:
- Represent the CS business and collaborate with Visa Consulting and Analytics practice to generate and follow up on CS advisory deal leads in AP
- Drive advisory programs, by preparing project plans, identifying dependencies, roles and responsibilities, scope and deliverables
- Ensure project engagements remain on track, utilizing governance frameworks and mitigating / resolving complex problems that emerge during engagements
- Prepare project materials including interview guides, data requirements, concepts, frameworks
- Undertake client interviewing, collecting and analysing inputs such as client information, data, processes, policies, competitive and environmental information
- Conduct industry research, drawing on Visa and partner resources as well as colleagues to identify global best practices and distil insights relevant to the client problem at hand
- Continuously build knowledge, surfacing new insights and producing thought leadership pieces that contribute to practice development
- Identify solutions and recommendations that address client objectives and result in performance improvement
- Create compelling presentations to illustrate findings, ideas, recommendations within advisory engagements and more broadly
- Recommend approaches to clients, providing guidance and at times supporting implementation
- Collaborate with market-based Consulting and Analytics team, market based CSM teams, client account executives (AEs), Subject Matter Experts and other relevant Product and Solutions teams to gain insights and support client engagement and execution
Why this is important to Visa:
The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. This role provides an excellent opportunity to grow CS’s advisory business by driving value to our clients through effective enablement and customer centric support.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications
What you will need:
We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:
- Degree in any relevant discipline
- A minimum of 5+ years’ experience, preferably in a technical consulting role with experience covering financial services, payment card, software or information services
- Possess deep Subject Matter Expertise in multiple areas such as card payment systems, products and services, project management
- Strong team orientation, collaborative, flexible, able to work effectively in a matrixed organization and enjoys learning through new challenges
- Strong interest in driving new projects and derive huge satisfaction in delivering value to clients
- Strong commercial acumen, with experience in working on business/value cases that prove ROI
- Be able to communicate complex, technical concepts in a focused, well-organized and client centric manner
- Experience in using analytical skills and technical acumen for interpreting clients’ needs, and proven ability to generate insights from various data points to deliver a compelling pitch (storytelling)
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
- Excellent project management skills
- Working knowledge of Microsoft Office
- Excellent verbal, written, presentation and interpersonal skills
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
